If a circle with a red line appears when you press submit that means something is not filled out completely or correctly. It should indicate which box has the problem.
A few things to look out for:
When entering your card information do not enter any spaces in the credit card field.
When entering the expiration date, enter a “0” before a single digit month number. For example, if the expiration date is March 2034, you should enter “03” for the month and “34” for the year.
When entering a donation amount, do not include the dollar sign ($). Additionally, a decimal is not needed for whole numbers.
If an address is required, only enter the street address and zip code. The city and state are only needed when those separate fields are present.
How Do I Enter an Encouraging Message?
You can enter an encouraging message once you have completed your donation. If you did not leave a message and would like to do so, you can click on the link provided in the “thank you” email you received that contains your receipt. If you would like us to add the encouraging message on your behalf, please click the Help button, select the category labeled “Encouraging Message”, and leave your encouraging message in the comment field. The encouraging message will be added for you.
Where Do I Send My Check?
Once you confirm your check donation, you will be directed to a page with check submission instructions. These check instructions will also be emailed to you.
Can I Donate Different Amounts for Different Participants?
If the participants were added to the same family page, donations will be split equally. If you need to direct different amounts to individual participants, you should contact the family. Offline donations (i.e. check and cash donations) can be made individually.
Why Does My Donation Say $0 Abandoned?
This means you went through the donation process but did not complete the donation. You may click the edit box by the donation and complete the donation with your credit card.
I Received a Donation Link, But the Name Listed Is Someone Else’s. Should I Change the Name?
NO. There is a button that says "If you are not (name), click here". Click this button and complete your donation using your name and email.
My Name Is in the Name Box, but It Is Misspelled or a Nickname. Should I Change It?
Yes. You can change the name so it appears correctly on the donation log and your receipt.
The Donation Request Says "To " Instead of My Name. Will My Credit Card Go Through?
The credit card transaction will go through, but you can change the first and last name so it appears correctly on the donation log and your receipt.
Do I Get a Receipt?
Yes. It will be emailed to you once the donation is complete.
Why Do I Have to Enter My Email Address?
An email address is required in order for you to receive your tax receipt.
Do You Sell or Use My Email Address?
No, email addresses and/or mobile phone numbers are not shared with any third parties. You can view our full privacy policy by clicking on the privacy policy link on the donation page.
Did My Donation Go Through?
If you were returned to the donation page, your donation did not go through. Look for highlighted boxes or error messages to correct and try your donation again. Once the donation is complete, you will see a confirmation page. You will also be sent a “thank you” email with a tax receipt attached.
I Have Questions About My Donation?
Contact our support team by scrolling down to “Submit A Help Request” and filling out the appropriate information or by calling 1 (888) 598-7510.
Why Does It Say Waiting for Payment but Also That a Donation Went Through?
This indicates that there were multiple donation attempts made. One donation was successful. The donation status may appear as “waiting for payment” for many reasons. For example, it may indicate that a donation did not go through, the donor is making their donation via check, the donor made a “per rep” pledge, or the donor is submitting for a Company Match.
Can Other Donors See My Donation Amount?
No. Other donors are not able to see how much you donated, but they can see your encouraging message. If you need to make changes to your encouraging message, click the Help button and submit your changes in the comments section under “Submit A Help Request”.
Prefer to call us? Call 1-888-598-7510
Average response time is 1 hour between business hours of 8am - 6pm PST
